Customer Service Quality Analyst

Travelodge Group; Thame; Hybrid; GBP 31,000 - 33,000; Full time

Benefits offered by this job

Annual bonus

Hybrid working

Pension scheme

Hotel discounts

25 days holiday + bank holidays

Job summary

Travelodge is seeking a Customer Service Quality Analyst to help our Customer Services and Complaints teams deliver consistently high standards. You’ll review interactions across channels, provide constructive feedback, and identify trends to drive practical improvements.

You’ll work with the QA Manager and Team Leaders, turning findings into actionable insights, while ensuring quality standards are applied and AI interactions are measured for customer impact.

Qualifications

• Experience in Customer Services, Complaints, Quality Assurance or a contact centre.
• Strong attention to detail and a passion for great customer experiences.
• Analytical and a strong communicator with the ability to turn insights into improvements.
• Familiarity with quality management systems and customer feedback tools.

Responsibilities

• Review customer interactions across channels and provide objective feedback.
• Identify trends, pain points and opportunities for improvement.
• Assess AI-powered interactions for quality and suggest better approaches.

Skills

Customer service

Quality assurance

Data analysis

Communication

Tools

Salesforce

Sprinklr

Job description

Job Description

Find where you belong!

Are you passionate about delivering great customer experiences and spotting where things could be even better? Do you enjoy using insight and evidence to help people improve and make a real difference to the quality of customer interactions? If yes, our Customer Service Quality Analyst position might be the right next move for you.

Your Purpose

As a Quality Analyst, you’ll play a key role in helping our Customer Services and Complaints teams deliver consistently high standards. You’ll review customer interactions across all channels, from everyday enquiries to complex and sensitive complaints, providing objective and constructive feedback that helps colleagues develop and customers get the right outcomes.

Working closely with the Quality Assurance Manager, Supervisors and Team Leaders, you’ll turn your findings into practical insight, identifying trends, customer pain points and opportunities for improvement. You’ll also help recognise and share great examples of customer service and complaint handling, while ensuring quality standards are applied consistently.

As our use of technology and AI continues to evolve, you’ll have the opportunity to play a role in assessing AI-powered customer interactions too. You’ll help ensure automated experiences meet the same high standards as our people, identifying where technology could create unnecessary customer effort and helping shape better ways of working

Our Customer Services operation is open 8:00am to 8:00pm, 365 days a year

Your Strengths

You’ll have experience in Customer Services, Complaints, Quality Assurance or a contact centre, with strong attention to detail and a passion for great customer experiences.

You’ll be analytical, confident and a strong communicator, able to assess interactions, provide constructive feedback, spot trends and turn insight into practical improvements. Experience with quality management systems, Salesforce or Sprinklr would be advantageous, as would an interest in AI and emerging technology.

Your Perks

• Salary up to £33,070 & Annual Bonus
• Contributory pension scheme
• Hybrid working - a minimum of 60% of your time should be spent in the office and or visiting suppliers
• 50% personal discount for hotel bookings and great friends and family discounts too!
• 25 days holiday + bank holidays, increasing with length of service

Why Travelodge?

At Travelodge, we’re more than just a Hotel brand; we’re a community where you can truly be yourself and belong. Through our “Better Me” initiative, we prioritise your total wellbeing—emotional, physical, financial, and professional—while actively celebrating the diversity that makes our teams stronger. If you’re a results-driven individual who pays attention to the little things and genuinely cares about people, you’ll fit right in.